Experience

The EPOS Bureau

• United Kingdom
• Software Development
• 1 - 100 Employee

• Head Of Customer Support

  • Sep 2020 - Present

• Support Services Manager

  • Oct 2018 - Sep 2020



Lakeland Computers

• Support Services Manager

  • Dec 2015 - Sep 2020

• Product Specialist / Developer

  • Sep 2013 - Dec 2015

  My main job role is to provide technical support for a range of dedicated EPOS software and applications. As well as providing technical support I also perform installations (remotely and on site), software testing, graphic design and development work using C#.A brief summary of the various roles my job entails :- Knowledge of SQL database replication- Creating custom SQL reports- Developing label formats for our bespoke label software- Resolving customer queries and referring to other departments as required.- Accurately updating and maintaining internal records and systems.- Supporting the business by ensuring excellent customer service internally and externally- General administrative tasks as appropriate.- Accurately updating and maintaining internal records and systems.- Supporting other non-technical departments.- Providing technical support via telephone, e-mail and remote software to our customers.- Installing new systems.- Upgrading customers systems.- Identifying and reporting bugs and change requests to internal departments.- Liaising with third party IT companies to resolve support issues.- Resolving support calls within an efficient and timely manner



Nisa Retail

• United Kingdom
• Wholesale
• 700 & Above Employee

• Sales Assistant

  • Apr 2006 - Sep 2013

  I worked part time in my local Nisa supermarket from April 2006 until September 2013 after I had finished university. My main duties where to serve customers and replenish stock. Dealing with members of the public on a daily basis greatly enhanced my communication skills. During the seven years I worked in my local shop I was given a more senior role which involved being in charge during shifts, dealing with large sums of money, opening the shop up in the mornings, team leader and locking up in the evenings.



Waterways Ireland

• United Kingdom
• Recreational Facilities
• 1 - 100 Employee

• IT Placement Student

  • Sep 2011 - Sep 2012

  In September 2011 I undertook a year’s placement in the IT department of Waterways Ireland based in the Enniskillen HQ. The main objective of my role was to provide and manage a service in support of the IT users and the Infrastructure/Architecture across a multi-site environment. I helped co-ordinate IT project support which involved gathering project information and provide regular progress reports to management teams. My work involved using various computer packages which included Microsoft Office Professional, Windows Server 2008, Microsoft SharePoint, Active Directory, Norton Ghost and Microsoft Exchange Server 2007. I also had the opportunity to use Windows XP, Windows 7 and Windows 8 operating systems. As well as maintaining records of projects within the IT department, I ensured that all project documentation was properly established, updated and stored. On the IT help desk I was the main point of contact for all IT related problems. Therefore I had to organise and prioritise my workload to achieve quality results within required timescales. I managed the delivery and deployment of hardware, software and contractor services across various sites in Ireland. A significant part of role involved troubleshooting networks, systems and applications to identify and correct problems and other operational difficulties. I also provided support to users both remotely and in person. Finally I created standard operational procedures for desktop, laptop, software packages and server systems allowing operational staff to maintain these services on a daily basis.